Terms & Conditions

Last updated: 1 October 2025

These Terms & Conditions ("Terms") govern your use of services provided by Marches Group Limited (Company No. 12496833), trading as Marches Group Training Ltd ("we", "us", "our").

Registered Office: Benedict Court, Southern Avenue, Leominster, Herefordshire, HR6 0QF Contact: 01568 605 110 | [email protected] | www.marchesgroup.co.uk

By booking training, purchasing online courses, engaging our consultancy services, or using our website, you agree to these Terms.

1. General Website Terms

1.1 Intellectual Property

All content on this website—including text, images, logos, course materials, and resources—is the exclusive property of Marches Group Limited and protected by UK copyright law. You may not reproduce, distribute, or use our materials without written permission.

1.2 Website Use

Our website is provided "as is" for information purposes. Whilst we make every effort to ensure accuracy, we do not guarantee that all information is complete, current, or error-free.

1.3 Third-Party Links

Our website may link to third-party sites. We have no control over their content or practices and accept no responsibility for them. We recommend reviewing their terms and privacy policies before use.

1.4 Limitation of Liability (Website)

To the fullest extent permitted by law, Marches Group Limited is not liable for any loss or damage arising from your use of this website, including (but not limited to) technical issues, viruses, or interrupted access.

2. Training Course Bookings

2.1 Course Booking & Confirmation

Bookings are confirmed upon receipt of full payment (unless otherwise agreed in writing).
We will send written confirmation including course details, venue, and joining instructions.
It is your responsibility to ensure delegates receive this information.

Payment Terms

All courses: Full payment required at time of booking (unless a credit agreement has been entered into in writing).
Payment methods: Bank transfer, card payment, or invoice (credit terms subject to approval).
International payments: Customer is responsible for all bank transfer fees.
Late payment: We reserve the right to cancel bookings if payment is not received by the due date.

2.3 Course Pricing

Prices are stated exclusive of VAT (unless otherwise indicated).
Prices are subject to change but confirmed prices at time of booking will be honoured.
Prices include course materials, certification (upon successful completion), and refreshments (where applicable).

2.4 Cancellations & Refunds

Open/Public Courses

By You (the Customer):

More than 14 days before course date:

Transfer to alternative date: No charge (one transfer permitted; subsequent transfers subject to £50 administration fee)
Full refund: 15% administration fee

7–14 days before course date:

Transfer to alternative date: £50 administration fee
Refund: 50% of course fee

Less than 7 days before course date:

Transfer to alternative date: Subject to availability; 50% fee applies
Refund: No refund available

Non-attendance: No refund or transfer.

Exceptional Circumstances: In cases of bereavement, serious illness, or emergency (supported by evidence), we may waive fees at our discretion.

By Us (Marches Group): If we cancel a course, you will receive a full refund or transfer to an alternative date at no extra cost. We are not liable for any consequential costs (e.g., travel, accommodation).

In-House & Bespoke Training Cancellations

More than 28 days before course date:

Transfer or reschedule: No charge
Refund: 20% administration fee

14–28 days before course date:

Transfer or reschedule: No charge (subject to trainer availability)
Refund: 50% of total fee

Less than 14 days before course date:

Transfer or reschedule: Subject to availability; 50% fee applies
Refund: No refund available

Less than 48 hours before course date:

Full fee payable (trainer and materials already committed)

Exceptional Circumstances: In cases of bereavement, serious illness, or emergency (supported by evidence), we may waive fees at our discretion.

2.5 Delegate Changes

You may substitute delegates up to 48 hours before the course at no extra charge. Please notify us in writing (email acceptable).

2.6 Course Credits

Credits issued for cancellations or transfers are valid for 12 months from the original course date.
Credits are non-transferable and non-refundable after expiry.

2.7 In-House & Bespoke Training

Minimum 6 weeks' notice preferred for quality delivery (trainer selection, materials preparation).
Shorter notice may be accommodated subject to availability; quality cannot be guaranteed.
Venue: Provided by client at no cost to Marches Group. Venue must meet health & safety standards and be suitable for practical training.
Delegate numbers: Maximum 12 per course (unless otherwise agreed).
Cancellation by client within 48 hours of course: Full fee payable, minus any non-refundable expenses already incurred (e.g., trainer fees, materials).

3. Course Delivery & Certification

3.1 Course Standards

All face-to-face training is delivered by qualified instructors with a minimum of 2 years' hands-on emergency services experience (police, fire, ambulance). Courses are accredited by Qualsafe Awards (Ofqual regulated where applicable).

3.2 Use of Subcontractors

We may use qualified subcontractors and freelance trainers to deliver courses. All trainers:

Hold relevant qualifications and registrations.
Have minimum 2 years' hands-on emergency services experience.
Are vetted, insured, and meet our quality standards.
Deliver to the same standards as our employed staff.

3.3 Trainer Allocation

Whilst we aim to provide your preferred trainer (where requested), we reserve the right to substitute trainers due to illness, emergency, or operational requirements. All substitute trainers will be equally qualified and experienced.

3.4 Assessment & Certification

Delegates must attend the full course and participate in all practical assessments to qualify for certification.
Pass rate: Approximately 98% of delegates pass first time.
Resits: One free resit is offered to delegates who do not pass initial assessment (subject to availability within 3 months).
Certificates are issued by Qualsafe Awards and typically dispatched within 10 working days of course completion.
We are not responsible for delays caused by the awarding body.

3.5 Awarding Body

Our courses are accredited by Qualsafe Awards (Ofqual regulated where applicable). We are an approved Qualsafe centre but operate independently.

Qualsafe Awards:

Sets course standards and assessment criteria.
Issues certificates.
May audit our delivery for quality assurance.

Any disputes regarding certification standards or awarding body decisions are outside our control and must be directed to Qualsafe Awards.

3.6 Certificate Validity

Most qualifications are valid for 3 years (e.g., EFAW, FAW, Paediatric First Aid).
BLS (Basic Life Support): Typically renewed annually for healthcare professionals.
FREC4: No renewal required if CPD is maintained.
It is the delegate's responsibility to renew qualifications before expiry.

3.7 Certificate Renewal Reminders

We offer a courtesy reminder service approximately 3 months before your qualification expires. However, it remains your responsibility to renew on time. We are not liable for expired qualifications if reminders are not received (e.g., due to changed contact details).

3.8 Certificate Details & Corrections

Delegate Responsibility

In accordance with the Qualsafe Awards Learner Agreement, it is the delegate's responsibility to:

Complete all course paperwork clearly and legibly in BLOCK CAPITALS, including:
- Full legal name (as it should appear on the certificate)
- Date of birth
- Contact details
Provide valid photographic ID for identity verification purposes (as required by Qualsafe Awards)
Check all details carefully before signing registration and assessment paperwork

Failure to provide clear, accurate information may result in:

Delayed certificate issue
Incorrect certificates requiring reissue (subject to administration fee—see below)

Certificate Corrections & Reissues

Our Error: If a certificate contains an error due to our mistake (e.g., incorrect course details, administrative error in transcription), we will arrange a reissue with Qualsafe Awards at no charge to you.

Delegate Error: If a certificate requires correction due to incorrect or illegible information provided by the delegate (e.g., name misspelling, incorrect date of birth, unclear handwriting), a £25 administration fee applies to cover:

Qualsafe Awards reissue charges
Administrative processing time
Postage/delivery

Name Changes (Legal): If you require a certificate reissue due to a legal name change (e.g., marriage, deed poll) after the course, a £25 administration fee applies. You must provide proof of the name change (e.g., marriage certificate, deed poll document).

Timeframe: Correction requests must be made within 3 months of certificate issue. After this period, corrections may not be possible and will be subject to Qualsafe Awards policies and additional charges.

How to Request: Email [email protected] with:

Your full name and course details
Original certificate details (if issued)
Correct information required
Proof of identity (and proof of name change if applicable)

Certificate Revocation

In accordance with Qualsafe Awards policies, certificates may be revoked if:

Learner malpractice is identified (e.g., plagiarism, cheating, non-attendance)
Centre malpractice or maladministration is identified by Qualsafe Awards

Learners must accept that Marches Group Limited and Qualsafe Awards are not liable for any personal loss incurred due to certificate revocation in these circumstances. This is a regulatory requirement under Qualsafe Awards' awarding organisation responsibilities.

By attending our courses, you agree to the Qualsafe Awards Learner Agreement, which is provided at registration and available on request.

3.9 Scope of Practice

Important: Unless expressly stated, our courses do not constitute a 'licence to practice' or authorise you to provide professional medical or emergency care services.

The scope of practice for first aid and emergency care skills is determined by your employing organisation or the context in which you are responding.
Qualifications demonstrate competence in specific skills but do not override organisational policies, insurance requirements, or professional regulatory frameworks.
It is your responsibility to understand the limits of your role and seek appropriate guidance from your employer or relevant authority.

Example: A First Aid at Work certificate demonstrates you can provide workplace first aid, but does not authorise you to work as a paramedic or provide care beyond your organisational remit.

3.10 Delegate Responsibilities

In accordance with the Qualsafe Awards Learner Agreement, delegates must:

Provide all information necessary to complete pre-course registration
Provide evidence of meeting entry requirements (where applicable)
Declare any injuries, illnesses, or conditions (e.g., dyslexia, back problems, pregnancy) prior to course commencement for Reasonable Adjustments purposes
Arrive on time and attend all training sessions
Behave professionally and courteously towards instructors and other delegates
Participate fully in all training activities and assessments
Complete all registration and assessment paperwork clearly and legibly in BLOCK CAPITALS
Provide valid photographic ID for identity verification
Maintain the integrity of the assessment process (no cheating, plagiarism, or collusion)
Declare any temporary injuries, illnesses, or circumstances on the day of training/assessment for Special Consideration purposes
Cooperate fully with any compliance or malpractice investigation

We reserve the right to remove delegates who:

Fail to meet these responsibilities
Behave disruptively or disrespectfully
Engage in malpractice or cheating

No refund will be given in these circumstances.

Full Qualsafe Awards Learner Agreement: Provided at registration and available on request.

3.11 Medical Disclosure

Delegates must disclose any medical conditions, injuries, or disabilities that may affect their ability to participate in practical assessments (e.g., back problems, pregnancy, epilepsy).

Failure to disclose relevant conditions may:

Invalidate insurance coverage.
Result in removal from the course without refund.
Affect our ability to provide reasonable adjustments.

All information is treated confidentially and in accordance with our Privacy Policy.

3.12 Fitness to Participate

Delegates must not attend training under the influence of alcohol or non-prescribed drugs. We reserve the right to refuse entry or remove delegates who appear unfit to participate safely. No refund will be given.

3.13 Delegate Conduct & Equality

We are committed to providing an inclusive, respectful learning environment. Delegates must not engage in:

Discriminatory, offensive, or abusive behaviour.
Harassment or bullying of instructors or other delegates.
Behaviour that disrupts learning.

We reserve the right to remove delegates who breach this policy without refund. Serious breaches may result in a ban from future courses.

3.14 Course Photography & Marketing

We may take photographs or video footage during courses for marketing, social media, and promotional purposes. By attending, delegates consent to being photographed/filmed unless they opt out in writing before the course. Opt-out will not affect course participation or certification.

3.15 Course Materials

All training materials, handouts, and resources remain our intellectual property. Delegates may retain materials for personal reference but may not reproduce, share, or use them for commercial purposes (including delivering training to others) without written permission.

3.16 Group Booking Liability (In-House Courses)

For in-house training delivered at your premises:

You are responsible for ensuring the venue is safe and suitable.
You must provide adequate space, lighting, heating, and facilities.
You are responsible for your delegates' behaviour and any damage to your property.
We are not liable for injuries arising from unsuitable venues or delegate behaviour outside our control.

4. Skills & Satisfaction Guarantee ⭐

We're so confident in our training that we offer a unique guarantee:

If, after completing a course, you or your delegate does not feel confident applying the skills learned, we will provide additional coaching or re-training at no extra cost.

Conditions:

Delegate must have attended the full course and participated in all activities.
Request must be made within 30 days of course completion.
Applies to face-to-face courses only (not online/e-learning).

How to claim: Contact us at [email protected] with details of the course and areas of concern.

5. Post-Incident Debriefing Service ⭐

Unique to Marches Group: If you or your team use skills learned on one of our courses in a real-life emergency, we offer free post-incident debriefing support.

This service helps you:

Process the experience.
Reflect on what went well and what could be improved.
Maintain confidence in your skills.

Availability: This service is available for the life of your certificate (typically 3 years from course completion, or as stated on your qualification).

How to access: Contact us at [email protected]. Sessions are conducted by experienced instructors (confidential and non-judgemental).

6. Online Training & E-Learning

6.1 Access & Delivery

Online courses are delivered via our e-learning platform (Video Tile).
Access is granted within 24 hours of payment (typically sooner).
Course access is valid for 12 months from purchase (unless otherwise stated).

6.2 Technical Requirements

You are responsible for ensuring:

Compatible device (computer, tablet, smartphone).
Stable internet connection.
Up-to-date browser.

We are not liable for technical issues on your end (e.g., slow internet, outdated software).

6.3 Platform Failures

If our platform experiences downtime or technical failure preventing course access:

We will notify you and provide an estimated resolution time.
If the issue persists beyond 48 hours, you may request a full refund or extension of access period.

6.4 Refunds (Online Courses)

Before accessing course content: Full refund within 14 days of purchase (cooling-off period).
After accessing course content: No refund (digital goods exemption under Consumer Contracts Regulations 2013).

7. Health & Safety Consultancy Services

7.1 Service Packages

We offer three consultancy packages:

Essentials (£44.99 + VAT/month):

Remote health & safety support
Policy templates
Email/phone advice

Pro (£97 + VAT/month):

All Essentials features
Annual site visit/audit (value £250)
Access to online learning platform

Premier (£249 + VAT/month):

All Pro features
Annual fire risk assessment (value £499)
Priority support

7.2 Contract Terms

Minimum term: 24 months.
Payment: Monthly by Direct Debit or annual in advance (10% discount available).
Cancellation: 30 days' written notice after minimum term. Early termination incurs remaining balance.

7.3 Scope of Services

Our consultancy covers:

Health & safety audits and inspections.
Risk assessments.
Policy development and templates.
Compliance advice (UK regulations).

We do NOT provide:

On-site construction health & safety management.
Legal representation.
Services outside UK jurisdiction.

7.4 Client Responsibilities

You must:

Provide accurate information about your business operations.
Implement recommendations in a timely manner.
Notify us of significant changes to your business (e.g., new premises, activities).

7.5 Limitation of Liability (Consultancy)

Our liability is limited to the total fees paid in the 12 months prior to any claim, or £2 million (our professional indemnity insurance limit), whichever is lower.
We are not liable for losses arising from your failure to implement our recommendations.

8. Liability & Insurance

8.1 Our Insurance

We hold the following insurance:

Training: £5 million Public Liability.
Consultancy: £5 million Public Liability, £10 million Employers' Liability, £2 million Professional Indemnity.

8.2 Limitation of Liability (General)

To the fullest extent permitted by law:

Our total liability for any claim is capped at the amount you paid for the relevant service, or our applicable insurance limit, whichever is lower.
We are not liable for indirect, consequential, or economic losses (e.g., loss of profits, business interruption, reputational damage).
Nothing in these Terms excludes liability for death or personal injury caused by our negligence, fraud, or matters that cannot be excluded by law.

8.3 Your Indemnity

You agree to indemnify us against any claims, losses, or costs arising from:

Your misuse of training or consultancy services.
Your breach of these Terms.
Negligent or unlawful acts by you or your delegates.

9. Force Majeure

We are not liable for failure to deliver services due to circumstances beyond our reasonable control, including (but not limited to):

Extreme weather, natural disasters.
Pandemics, government restrictions.
Instructor illness or emergency.
Venue unavailability.

In such cases, we will offer an alternative date or full refund.

10. Data Protection & Privacy

We process personal data in accordance with UK GDPR and our Privacy Policy.

By booking our services, you consent to us processing delegate information (names, contact details, assessment results) for course delivery and certification purposes.

1 11.1 Complaints Procedure

If you're unhappy with our service:

Contact us at [email protected] within 14 days of the issue.
We will acknowledge your complaint within 2 working days and investigate.
We aim to resolve complaints within 10 working days.

11.2 Dispute Resolution

If we cannot resolve a complaint informally, both parties agree to attempt mediation before pursuing legal

11.3 Governing Law & Jurisdiction

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Changes to These Terms

We may update these Terms from time to time. Material changes will be notified via email or website notice at least 15 days before taking effect.

Continued use of our services after changes take effect constitutes acceptance of the revised Terms.

13. Contact Us

Marches Group Limited Benedict Court, Southern Avenue, Leominster, Herefordshire, HR6 0QF

📞 01568 605 110 📧 [email protected] 🌐 www.marchesgroup.co.uk